Silvia Juliana Moreno Lizarazo

I’m a bilingual (English B2) call center agent with over 3 years of experience in high-volume BPO environments. I focus on delivering strong voice support while staying accountable to KPIs and operational standards.

At IntouchCX, I maintained a 4-minute AHT against a 5.5-minute operational target and sustained 95%+ CSAT, along with quality assurance scores of 75/80. I also provided operational continuity during Team Leader absences and kept service moving smoothly in fast-paced conditions.

I handle both inbound and outbound calls, manage escalated cases, and ensure SLA and compliance standards are met. I’m known for reliability, problem-solving, and effective conflict resolution and de-escalation.

Previously at Foundever, I managed inbound customer service calls in English, consistently meeting AHT, CSAT, and quality performance targets. I earned performance-based incentives for KPI achievement and strengthened my call control, issue resolution, CRM documentation, and case management.